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Rustan's is the best place to shop in the Philippines!
this is an experience which i want the TANTOCOS to know. i bought a LADY RUSTAN bag, if i am not mistaken, last week of august or first week of september, then my sister-in-law gifted me with one also first week of november. to my disappointment, both bags, obviously did not pass the quality control of RUSTANS. i brought the bags to your GATEWAY store. the one given by my sister-in-law was replaced three days after i complained, that was november 20. up to now, the other bag is still with them. the lady i talked to, ROSE ERIA, called me last november 24, saying that she already endorsed the bag to the manufacturer. she said i should not keep your bags in the bag intended for it because it would really crack, it being synthetic. from my years of getting quality items from your store, i cannot imagine this POOR CUSTOMER SERVICE. I AM ABSOLUTELY CERTAIN THAT YOU DID NOT TRAIN YOUR EMPLOYEES THIS WAY. i hope you can address this simple customer issue.
me and my gf were looking at some items just near the cashier counters when i was surprised to see that my gf was already down and sprawled on the floor. she was hit by the cart. good thing she didnt hit her head on the floor or on the metal shelves. i helped her get up which took quite some time because she really got hurt from the fall.
many people, those queuing up to pay at the counters as well as employees and guards of the supermarket witnessed the whole situation and were even gawking at the scene. but take note, NONE of the employees of the supermarket even bothered to assist us and ask if my gf was ok or if she needed first aid.
when my gf was up already the kids still continued with their romp, obviously not aware of what they did and they crashed the cart into a display a few feet away. only after they crashed some merchandise did some employees stop them. their parents suddenly appeared (i remember them sitting on the lounge at the entrance of the supermarket when we arrived around 30 minutes ago - and this is a few feet away from where the incident happened), took the kids and hastily left (escaped) the scene without uttering a word of apology for what happened to my gf. none of the supermarket employees bothered to accost the negligent adults. in my opinion they should have been prevented by the supermarket to leave since there could be some legal issues arising from the incident. but how could the management of the supermarket think of that when they didnt even bother to ask my gf if she was ok?
anyway, we paid for our purchases and we just decided to see the manager to complain about the incident. we asked where the office was and we found out that it was just at the back of the counters, at the corner of the supermarket, quite near to where the incident happened. also, the manager was not in his office but rather at a counter very near where the kids crashed the cart just a few minutes ago. its safe to assume that he witnessed everything that happened. and he didnt do anything about it?!
when we complained to him he was pretending that he didnt know what happened and his facial expression was even quite insulting like he didnt believe everything we were saying. he just told us na pasensya na raw. he didnt even ask if my gf was ok, if she needed first aid. he didnt even call an employee to ask what happened if indeed he didnt know what happened (but thats highly unlikely because it all happened less than 10 minutes ago and he was at the area). many people were even looking at us while were talking with him because they all witnessed it. in short, we were not satisfied with his response, not one bit. we later asked around and were told that he is a Mr. Advincula.
we have been shopping at rustans supermarket for a long time now, at different branches at that, because we have always believed that the rustans name means quality products and GOOD customer service. alas, the customer service part is no longer true if you ask me and my gf. SHOPPING AT RUSTANS SUPERMARKET COULD EVEN BE HAZARDOUS TO YOUR HEALTH!
P.S. we have been searching the internet for any way to contact rustan's. they have a website but there seems to be no contact info. if anyone here knows their office info (office address, email address or phone number) i would really appreciate the info. thanks!
Please find below the possible contact numbers for Rustan's, I got this from www.clickthecity.com, hope this helps
Alabang Town Center Ground LevelAlabang Commercial CorporationAlabang-Zapote RoadMuntinlupaTel. 850-5532, 850-5541, 850-5458, 850-6164CubaoAraneta CenterCubaoQuezon CityTel. 912-8160Gateway Mall 2nd Level to 34th LevelAraneta CenterQuezon CityTel. 911-2401Glorietta 2nd and 3rd Level, Glorietta 4Ayala CenterMakati CityMakatiAyala CenterAyala Ave.Makati CityTel. 813-3739, 816-1786, 817-1884New Farmers Plaza 2nd LevelAraneta CenterCubaoQuezon CityShangri-la Plaza Mall 3rd LevelEDSA cor. Shaw Blvd.Mandaluyong CityTel. 633-4636 loc. 106
Today, i made a purchase at rustan's alabang only to find out that my fsp card is no longer valid and that there was a deadline of october 19, 2009 for the renewal. I was surprised to know this, considering I made a purchase in august. The customer section told me that this started on august 23 and that there was a letter sent to all fsp members which i did not receive. I was not even advised during my august purchase that there was a deadline for such. Had i known this earlier, i could have used up my points during my purchase.
What i am concerned about is the 1,200 value i have in my old fsp card that apparently, according to the staff, will be forfeited. Please note that i use up these points in my purchases during the months of december, in time for the yuletide season.
I hope that the management will give consideration to us clients who were not aware of this. I could probably speak also for those who are out of the country and are not aware of this. It even dawned on me why make the transition on a 2-month period commencing on unusual dates which could probably be best ended october 31, 2009.
I hope my concern will be given consideration by the rustan's management. thank you.
I am writing this so you could somehow resolve your customer service – gift wrapping section. Their approach is so flawed and stringent. It is Christmas after all.
Rustans have been the flagcarrier of the philippines in terms of quality of service and commitment to customer service. the training and hiring process is very unique everybody treats their team as family from the owner up to the rank and file . it is nice experience evrytime we go for shopping on most of their shops the staff are corteous and attentive but not cocky . I dont like to compare other shops but Rustans is trusted in branding and value to merchandise. probably you feel dissatisfied on some instance that is because of a natural instinct in customers expectations . as always because of being rustans you always being papered and expect more without knowing it. they surely please you when you come back .this company is only the one that we have to be proud of as being a 100 % filipino owned company and a family that care for the community.
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